I am an IT Support professional and Cybersecurity Technical Degree graduate from Universidad Cenfotec in Costa Rica. I provide customer-oriented technical assistance, resolve incidents through chat, and maintain accurate documentation for follow-up and traceability.
I have hands-on experience supporting high-volume technical support operations, handling 20 to 40 chats per day while diagnosing issues, following established procedures, and escalating complex cases appropriately.
My technical foundation includes TCP/IP, DNS, HTTP/HTTPS, network security, firewalls, IDS/IPS, traffic analysis, Wireshark, and basic Nmap usage. I also understand cybersecurity practices such as the NIST Cybersecurity Framework, OWASP Top 10, vulnerability assessment, incident response, and threat detection.
During my IT support internship, I improved incident traceability through structured reporting, helped centralize documentation, supported preventive database maintenance, and used prioritization methods to complete assigned tasks effectively.
I am organized, analytical, and committed to professional ethics and security standards. I work well in teams, manage my time effectively, and focus on delivering clear, efficient, and reliable support experiences to users.
I am seeking opportunities in IT technical support where I can continue developing my troubleshooting, networking, cybersecurity, documentation, and customer service skills.
I handle 20 to 40 real-time technical support chats daily, resolving customer inquiries and incidents with a focus on service quality and clear communication.
I diagnose cases using established procedures, escalate complex incidents according to defined protocols, and document every interaction to maintain traceability and support proper follow-up in a high-volume environment.
I improved incident traceability by 30% through structured technical reports and periodic reporting for management. I also applied a daily prioritization and tracking methodology that supported 95% completion of assigned tasks.
I reduced document search time by 40% by centralizing files in a standardized folder structure. Additionally, I supported preventive maintenance of the corporate database to contribute to data integrity and availability.
I managed the loading, unloading, storage, and inventory rotation of up to 200 units per day in a temporary warehouse role.
I helped reduce inventory errors by 20% by improving product classification and category-based labeling.
I operated the point-of-sale process and provided efficient service to more than 80 customers per day during a temporary assignment.
I maintained a cash-handling error margin below 1% through careful counting, verification, and transaction control.
I provided customer service in a fast-paced restaurant environment, responding to requests and resolving issues for more than 50 customers per shift.
I developed communication, teamwork, time management, and problem-solving skills while delivering professional service.
Technical Degree, Cybersecurity
Completed a Technical Degree in Cybersecurity, with studies focused on networking, information security, vulnerability assessment, incident response, and cybersecurity best practices.
High School Diploma
Completed high school education.
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